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Call Center Supervisor

2 months ago

Sharjah, Sharjah, United Arab Emirates Damas Medical Center Full time
Job Description

We are seeking a highly organized and results-driven Arabic Speaker to join our team as a Call Center Manager at Damas Medical Center in Sharjah. As a key member of our operations team, you will be responsible for supervising daily activities and personnel in our call center.

Key Responsibilities:

  • Manage a high volume of inbound and outbound calls in a timely and efficient manner.
  • Develop and implement effective communication strategies to ensure seamless customer interactions.
  • Identify customer needs, clarify information, research issues, and provide solutions and/or alternatives.
  • Upsell products and services to customers as opportunities arise.
  • Maintain accurate records of all conversations in our call center database.
  • Meet personal and team performance targets.
  • Supervise the confirmation and cancellation processes by agents.
  • Provide comprehensive training to new hires and existing agents.
  • Set and enforce targets for appointments and agent performance.
  • Ensure agents have a thorough understanding of our products and services.

Requirements:

  • Proficiency in computer software, particularly CRM systems, and strong typing skills.
  • Excellent interpersonal and communication skills.
  • Strong command of written and spoken English.
  • Previous experience in healthcare or sales.
  • Exceptional customer service, active listening, and verbal and written communication skills.
  • Understanding of company products, services, and policies.
  • Ability to ask probing questions and diffuse tense situations.
  • Strong time management and decision-making skills.

Qualifications:

  • Diploma or Bachelor's Degree.
  • Previous experience as a Call Center Manager (3-7 years) in a healthcare or clinic setting.
  • Native Arabic speaker with excellent English language skills.